Red Hat Customer Security Awareness Incident Handler in Westford, Massachusetts

Company description

At Red Hat, we connect an innovative community of customers, partners, and contributors to deliver an open source stack of trusted, high-performing solutions. We offer cloud, Linux, middleware, storage, and virtualization technologies, together with award-winning global customer support, consulting, and implementation services. Red Hat is a rapidly growing company supporting more than 90% of Fortune 500 companies.

Job summary

The Red Hat Customer Experience and Engagement (CEE) team is looking for a Customer Security Awareness Incident Handler to join us. In this role, you will work as part of the Red Hat Product Security team to help protect our customers from security risks when using our software. We believe that protecting customers and communities from digital security threats and providing quality information needed to mitigate risk and privacy concerns is an integral part of what we do, and you’ll help us achieve that vision. Using open source principles every day, you’ll work with internal product and engineering teams across the Red Hat solutions portfolio. Your primary responsibility will be incident management and coordination of Customer Security Awareness (CSAw) events that impact our customers. As a Customer Security Awareness Incident Handler, you will coordinate appropriate responses to high-profile vulnerabilities and organize resources for the timely remediation and disclosure of these flaws. You’ll need to be able to think and respond quickly, exercising problem-solving and relationship-management skills to ensure that resources are appropriately marshalled to resolve incidents. You’ll also be involved in helping develop and collect performance metrics around vulnerability response and in validating responses to inquiries from security-related customer questions. The preferred work location is Red Hat's engineering headquarters in Westford, MA, however, well-qualified, home-based candidates in the U.S. and Canada will also be considered. Successful applicants must reside in a state where Red Hat is registered to do business.

Primary job responsibilities

  • Manage and coordinate Red Hat's CSAw process for high-profile incidents by leading and coordinating cross-functional teams

  • Ensure that Red Hat is prepared and ready to react to CSAw events by ensuring that knowledge artifacts like security vulnerability articles, knowledge-centered support (KCS) articles and solutions, blogs, and other communications are ready in a timely manner

  • Track issues that arise out of CSAw events and help lead change to ensure that future incidents are continuously improved

  • Develop and nurture key relationships with product management as well as product, quality, and release engineering management teams

  • Foster an environment of collaboration, trust, and accountability for departmental and cross-functional teams

Required skills

  • 6+ years of experience delivering technology-related services or offerings

  • Experience in cybersecurity incident management and coordination

  • Solid collaboration, communication, and partnering skills

  • Fluent written and verbal communication skills in English

  • Ability to work in a fast-paced environment with diverse teams distributed across the globe

  • Excellent risk mitigation and change management skills

  • Bachelor's degree in a related field; industry certifications like Certified Information Systems Security Professional (CISSP), Certified Secure System Life Cycle Professional (CSSLP), Certified Information Systems Auditor (CISA) or Certified Information Security Manager (CISM), Project Management Professional (PMP), or similar is a big plus

  • Data analysis, gap analysis, and presentation skills are a plus

Red Hat is proud to be an equal opportunity workplace and an affirmative action employer. We review applications for employment without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, ancestry, citizenship, age, uniformed services, genetic information, physical or mental disability, medical condition, marital status, or any other basis prohibited by law.

Red Hat does not seek or accept unsolicited resumes or CVs from recruitment agencies. We are not responsible for, and will not pay, any fees, commissions, or any other payment related to unsolicited resumes or CVs except as required in a written contract between Red Hat and the recruitment agency or party requesting payment of a fee.

Job ID 62151

Category Program Management